Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
The complaint is about the landlord’s: Response to the resident’s concerns regarding the sale of property due to the Government’s guidance on fire safety and cladding. Response to the resident’s request for compensation to cover his estate agent fees. Complaint handling.
The complaint is about the landlord’s response to the resident’s request for compensation for damage to her laptop computer following electrical work in the property.
The complaint is about the level of compensation which the landlord offered for its acknowledged service failure in its response to the resident’s report of repairs in the kitchen. The complaint is about the complaint handling.
The complaint is about the landlord’s response to the resident’s reports about damp, mould and repairs issues and her request to be rehoused.
The complaint is about the landlord’s response to the resident’s reports about service charges and communal cleaning and maintenance.
The complaint is about the level of compensation offered to the resident further to his reports of leaks into his property. The resident made a formal complaint on 23 May 2020 that the landlord had not dealt with disrepair to his home. He felt his family was at risk as …
The complaint is about the landlord’s response to the resident’s reports of noise from a neighbour.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s response to the resident’s request for a refund of rent for the time that he was living away from his property. The landlord’s response to the resident’s request for a …
The complaint is about the landlord’s handling of the resident’s request for a new kitchen.
The complaint concerns: The landlord's handling of the resident’s reports of the communal entry doors not closing. The landlord's handling of the resident’s complaint.
The complaint is about the Council’s handling of the resident’s complaint about antisocial behaviour originating from a property that is managed by another organisation.
The complaint is about the level of compensation offered by the landlord for its acknowledged service failures: In response to the resident’s reports about repairs to his kitchen. The complaint handling.
The complaint is about the landlord’s response to multiple repair issues reported by the resident. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for replacement heaters. Its complaints handling.
This complaint is about the landlord’s handling of the resident’s report of the sounding of the carbon monoxide alarm.
This complaint is about the landlord’s response to the resident’s report of a leak from the flat upstairs.
The complaint is regarding: The landlord’s response to the resident’s reports of a blocked drain. The landlord’s handling of the associated complaint. The Ombudsman has also considered the landlord’s record keeping in relation to this case.
This complaint is about: a. the level of the landlord’s service charges for items such as building and communal grounds maintenance; b. the landlord’s response to the resident’s reports about; Service charges a neighbour’s CCTV installation
The complaint concerns a dispute about the resident’s access to the garden at the rear of her home.
The complaint is about the level of compensation the resident was offered following delays repairing the front door at the property.
The complaint concerns the landlord’s handling of repairs following a leak.
The complaint concerns the landlord’s: Response to the resident’s request for compensation for damage caused to his carpets, following a leak. Handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s request for repairs to the windows and kitchen flooring at her property.
The complaint is about the landlord’s: Response to the resident’s reports of a leak into the property. Complaint handling.
The resident complained about the landlord’s: Handling of his stay in its supported living accommodation. Response to his complaint and request for compensation.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint refers to: The landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property.
This complaint is about the landlord’s: Handling of repairs to the resident’s specialist disabled toilet. Complaint handling.
The complaint is about the Council’s handling of the resident’s request for re-housing.
The complaint is about the landlord’s handling of street lighting repairs.
The complaint is about the landlord’s response to the resident’s reports about how it handled her rent and council tax accounts, following a decant from her permanent property.
REPORT COMPLAINT 202106285 Notting Hill Genesis 26 October 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
The complaint is about: the landlord’s handling of the resident’s reports about the landlord’s staff. the landlord’s handling of the resident’s complaint.
The complaint concerns: The landlord’s handling of the resident’s reports of damp and mould in property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and mould in her property following the leak, and damage to …
The complaint is about the landlord's handling of: the resident’s reports of Anti-Social Behaviour (ASB); and the resident’s housing arrangements. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about: The sale of the resident’s property and the landlord’s decision not to provide the resident with an outside tap. The landlord’s handling of the resident's complaint and its adherence to the standards set out in its Service Level Agreement (SLA). The landlord’s handling of the resident's …
The complaint concerns the landlord's handling of the resident’s reports of noise nuisance.
The complaint is regarding: The landlord’s response to the resident’s report of a leak. The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s: Response to the resident’s service charge enquiries. Complaints handling.
This complaint is about how the landlord handled arrears on the resident’s rent account.
The complaint is about an increase of rent, which the resident believes has been set too high.
The complaint is about: The level and reasonableness of service charges for the financial year 2019/20. The landlord’s response to the resident’s concerns regarding service charges for the financial year 2019/20. The landlord’s complaint handling.
The landlord's response to the resident’s reports about the condition of his porch roof.
This complaint is about the landlord’s refusal to provide the resident with access to allow them to park in their garden.
The complaint is about the: The level of redress awarded by the landlord in respect of its acknowledged failings in responding to the resident’s reports of repairs required to the roof at the property. The landlord’s complaints handling.
The resident complained about the landlord’s decision to not pay them a Responsible Tenant Award in 2019.
The complaint is about the landlord's: Handling of the gas safety check. Response to the resident’s concerns about the lack of heating and hot water following the annual gas service in 2020. Complaint handling.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |